Basar Ozerkayi Email & Phone Number

Zurich, Zurich, Ch

Working within the Senior Leadership of Group Operations and Technology, responsible for working with business units and global SMEs to develop and deploy improved operational performance across the Source to Pay and Travel Operations spectrum. Working with improvement forums to bolster the development of an effective continuous improvement community and lead a pipeline of initiatives and projects to deliver a frictionless, cost-effective end user experience.

Zurich, Zurich, Ch

Working within the senior leadership of Zurich’s Group Technology and Operations; responsible for defining, communicating and executing the end-to-end core platform strategy aligned with organisational vision; defining, designing and implementing multi-platform strategies that consider the platform, security, organisational and financial aspects of the service we deliver.- Owning the global Core Platform’s estate by way of strategy, architecture and execution, as well as leading the ongoing improvement of implementation and operational standards- Managing, developing and engaging a high performing and multi-disciplinary global Core Platform teams with direct leadership for Head of Strategy and Architecture, Head of Project Delivery, Reporting & Analytics, Head of Business Analysis & Engagement, PMO & Governance Manager and Demand Manager- Working collaboratively with our outsource partner to build an enduring platform team, and the required capacity to support Zurich’s business, managing 3rd party vendor relationships and performance to ensure a high standard of delivery- Providing leadership and guidance to delivery teams to ensure agreed levels of availability, security, reliability, scalability, performance and operational capability of the platform are maintained- Establishing, owning and managing the platform roadmap; driving projects and enhancements to maximise value, managing lifecycle upgrades and supporting innovation aimed at improving the end to end experience and performance of the platform- Ownership and oversight of all instances, the Product and Process Owners, relationships with BU, Regional and Global Senior stakeholder relationships, providing communications and dealing with any escalations- Financial management and forecasting, ensuring effective financial controls and planning processes are in place

Zurich, Zurich, Ch

Working within the senior leadership team of Group Operations responsible for overseeing day to day operations and customer services ensuring effective, efficient and consistent service delivery at all times across globally; and driving transformation through process improvement and implementation of new technology solutions to continuously improve customer experience and service delivery.- Providing leadership, coaching and carrying out line management responsibilities for Regional Operations Managers responsible for the day to day operations in EMEA, LATAM, APAC and NA; Customer Service Managers managing customer contact centres globally and MI Specialists. - Delivering a world class customer experience and outstanding results through service and quality management of day to day operations, customer services through multiple channels and supply chain. - Building capability within the service delivery team to meet current and future business needs and to build the reputation of the organisation.- Ensuring all agreed metrics are delivered to meet the needs of customers, colleagues and shareholders and driving improvements on the operational performance.- Work with outsourced partners to ensure a coherent end-to-end and integrated service delivery to customers - Developing, leading and delivering the “Operations Strategy 2019/21” aligned with Zurich’s Strategic Objectives and Vision and driving transformation of service delivery through technology transformation, customer experience and continuous improvement programmes/projects. - Leading significant organisational change, creating the culture, capability and capacity for delivery of current and future transformation. - Dealing with complaints and escalations from customers and creating a continuous improvement culture, encouraging all to learn from root cause analysis of complaints and customer feedback.

Zurich, Zurich, Ch

Working within the senior leadership team of Zurich’s Group Operations, responsible for shaping service excellence, strategic change and transformation programmes and projects to successfully deliver change across the organisation aligned with organisational vision, strategy and objectives delivering Financial, Cost, Customer, Risk and Colleague benefits.- Heading up a global and virtual team of Service Excellence, Change and Transformation professionals to drive portfolio of change and improvement programmes and projects globally, while ensuring the team have agreed objectives and a well-defined workload and supporting individuals' developments, dealing with escalations as appropriate.- Driving a stable and progressive Programme Management Office platform in conjunction with the Group Program Management Office frameworks, enabling delivery of key business initiatives with maximised return on investment.- Providing expert advice and guidance to team and stakeholders to manage escalated issues and risks and ensuring successful and optimal delivery of global programmes/projects by using the right programme/project delivery methodologies.- Providing strategic advice to develop, prioritise and manage a change pipeline to support delivery of strategic objectives.- Planning and scheduling the portfolio to meet the agreed business outcomes, managing demands on resources and validating the scope, objectives, benefits and budgets against the strategic objectives and operational needs. - Monitoring progress and tracking performance through effective reporting on plans, budgets and benefits realisation. - Recognising issues and risks, developing and delivering mitigating solutions to minimise impact on business and customers- Ensuring communication is maintained to provide visibility to executive teams and wider business stakeholders.

Zurich, Zurich, Ch

Worked within the senior management team of Zurich's Group Operations and Technology and reporting directly to the Global Organisation, responsible for leading and delivering improvement, change and transformation programmes and projects across Northern Europe operations covering UK, Ireland, Isle of Man, Nordics, Benelux and France. - Created and led a portfolio of improvement and transformation programmes and projects from conception through to delivery of capability, architectures, processes and systems to transform products and service delivery and realisation of benefits for Zurich operations. - Allocated and managed the resources contributing to the delivery of Zurich's programmes and projects across Northern Europe including Country Programme and Project Managers, 3rd party suppliers, SMEs and other business stakeholders. - Worked closely with internal stakeholders, 3rd party suppliers and customers to evaluate operational performance and KPIs across all countries in Northern Europe to identify opportunities for improvement and translate these into programmes and projects.- Engaged with individual countries' executive teams and stakeholders to develop relationships and get successful buy in and approval on the proposed portfolio of programmes and projects for each country and developing a roadmap for deliverables aligned with Zurich's vision and strategy.

London, Uk, Gb

Worked within the Senior Management team responsible for managing improvement portfolios through the utilisation of Lean Six Sigma and Systems Thinking methodologies and techniques resulting in customers, colleagues, financial and risk benefits. - ‎Working closely with key stakeholders internally and externally to develop relationships, evaluate operational performance and voice of customers, identify and prioritise improvement opportunities and translate these into programmes and projects.- Leading, managing and coaching high-performance team of Continuous Improvement Managers and Analysts to fulfil their potential as business improvement specialists.- Designing large scale Continuous Improvement programmes and projects and leading cross functional teams to improve operational processes, which reduce cost and risk and improve operational performance and customer experience. - Providing effective leadership on Continuous Improvement programmes and maintaining the Continuous Improvement plan, ensuring engagement and buy-in of key stakeholders throughout the process.- Developing and maintaining continuous improvement capability across Commercial Banking providing the tools and techniques to identify and sustain continuous improvement in the future. - Establishing a network of allies that will inspire and drive rigour, value and benefits of Continuous Improvement throughout the entire organisation.

Munich, De

Worked within the senior management team engaging, leading and coaching employees in successful development, improvement and implementation of effective and efficient processes in their areas of the business through the use of Continuous Improvement tools and techniques. - Driving innovation and ideas from internal and external benchmarks, developing and driving business improvement plans for each area of the business, monitoring progress and measuring success to ensure the organisation meets its UK and global strategic objectives and targets, while creating cross functional effective and efficient processes.- Developing a business improvement strategy and annual business improvement plans and delivering these successfully to improve quality, customer experience and process performance, increase productivity and efficiency and reduce defects. - Attending senior leadership meetings to present the progress against the strategy and annual business improvement plans and re-aligning plans to current and future challenges.- Identifying, shaping and defining opportunities for launching new projects through qualitative and quantitative data analysis and action planning and executing these successfully to reduce waste and cost. - Developing a communication and visualisation plan and designing robust control plans to ensure that improvements are maintained, communicated and shared across each area of the business.- Forming relationships across all levels of the business, engaging with employees and managers to coach, mentor, support and develop them while delivering improvement activities to create a culture of continuous improvement. - Setting performance indicators for business areas, teams and individuals, complete root-cause analysis of performance achieved and develop action plans to optimise and improve performance. - Providing expert knowledge in the appropriate use of continuous improvement methodologies and tools.

Manchester, Gb

Worked within the senior management team at the UK's biggest exam board delivering quality, customer journey and continuous improvement projects and programmes by using Lean Six Sigma, Systems Thinking and TQM approaches, while creating and driving a culture of right processes right first time.- Developing, designing and managing a portfolio of improvement programmes and projects aligned with the vision and corporate strategy, implementing significant process, quality and customer experience improvements, creating efficiencies and eliminating waste through employee engagement and facilitation of change.- Establishing strong, effective and collaborative partnerships with each department’s senior leaders, subject matter experts and employees to identify improvement opportunities, help build effective solutions and strategies and facilitate implementation.- Detecting and analysing actual or potential business-delivery issues, problems or risks through collection and analysis of qualitative and quantitative data, customer, staff and stakeholders feedback, completing root-cause analysis to create short and long term strategies.- Developing and delivering a Continuous Improvement Academy training programme and mentoring Continuous Improvement Coaches and Advisors to deliver improvements and embed CI methodologies into the organisation.

Preston, Lancashire, Gb

Worked within the Senior Management Team within the Office of Chief Executive delivering internal consultancy for creating and implementing new initiatives to create and embed Customer Focus and Continuous Improvement culture, developing and delivering programmes and projects by using Lean Six Sigma, Systems Thinking and TQM to improve effectiveness and efficiency of service delivery of 768 services delivered by the council. - Delivering business, process, quality, service and customer journey improvement and transformation projects and programmes through employee engagement and facilitation to create value for money services, improving organisational performance and removing waste.- Leading on culture change programmes and delivering initiatives to embed continuous improvement and customer focus culture across LCC. - Organising Customer Insight activities for customer segmentation and service improvement projects.- Identifying improvement opportunities by measuring and analysing the voice of customers, key performance indicators, and embedding early warning signs in processes and performance monitoring for early intervention to reduce risk to service delivery and improve quality of service trough quality circles and root-cause analysis.- Creating and managing service delivery plans aligned with the Corporate, Continuous Improvement and Customer Focus Strategies.- Providing leadership, mentoring and training to the organisation on Customer Service and Continuous Improvement.- Preparing service areas to achieve Customer Service Excellence and Customer First Awards.

Worked within the Senior Management team managing Continuous and Customer Experience Improvement Projects and Programmes through application of Lean Six Sigma, developing Customer Experience and Continuous Improvement strategies, which results in measurable operational and financial benefits and improves Customer Experience.

London, Gb

Worked within the Management Team in an inbound customer service centre responsible for delivering excellent customer service through measuring and monitoring contact centre key performance indicators and individual performance objectives to identify improvement opportunities and training and development needs.

Master Of Business Administration (Mba), Business Administration And Management, General

Bachelor'S Degree, Accounting And Business/Management

Bachelor Of Engineering (Beng), Industrial Engineering